Refund policy

1. General Terms

By placing an order with our company, you agree to the following terms and conditions. These terms apply to all sales, quotations, and contracts, unless otherwise agreed in writing by us.

Our pieces are handcrafted and may feature natural variations in colour, veining, and texture. These variations are inherent to the materials and are considered part of the unique character of each item, not defects.

2. Orders & Lead Times

All made-to-order pieces are produced specifically for your project and are subject to stated lead times, which may vary depending on design complexity and material availability.

• Lead times are provided as guidance and may be subject to change
• Orders are confirmed upon receipt of a signed order form and deposit payment

3. Pricing & Payment

Prices are exclusive of VAT (where applicable) and shipping costs unless otherwise stated.

• Payment terms will be stated on your invoice
• Late payments may delay production and delivery

4. Delivery & Installation

Delivery dates are estimates and cannot be guaranteed.

We are not liable for delays caused by shipping agents, customs clearance, or unforeseen circumstances beyond our control.

Where agreed, white glove delivery and installation can be arranged at an additional cost.

5. Returns & Refunds

Made-to-Order Items

• All made-to-order items are non-refundable and cannot be replaced unless deemed damaged at the point of delivery
• Any damage must be reported immediately upon delivery with photographic evidence and noted on the delivery receipt
• Our team will assess the item at the point of delivery and determine whether a replacement or repair is possible

Ready-Made Goods

• For ready-made goods, clients have 10 days from the date of delivery to request a return or refund
• Items must be returned unused, in their original packaging, and in resalable condition
• Return shipping costs are the responsibility of the customer

  We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
  
  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  
  To start a return, you can contact us at info@vicunadesign.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
  
  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  
  You can always contact us for any return question at info@vicunadesign.com.
  

  
  

  Damages and issues
  Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

  
  

  Exceptions / non-returnable items
  Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
  
  Unfortunately, we cannot accept returns on sale items or gift cards.

  
  

  Exchanges
  The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  
  

  European Union 14 day cooling off period
  Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  
  

  Refunds
  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  If more than 15 business days have passed since we’ve approved your return, please contact us at info@vicunadesign.com.